Job purpose
- Provide independent, confidential liaison for all staff
- Support contacting employees to find a self-determined resolution to their concerns by telephone and/or in person
- Escalate issues of concern to senior leaders promptly in accordance with agreed timescales following consent from employee
- Surface issues for the organisation which might otherwise be unknown
- Promote an environment of “Freedom To Speak Up” (FTSU)
- Provide support for staff who feel unable to raise issues internally or without support
- Present Board report to the Board bi-annually
Key internal organisational relationships
- CEO, Director of Operations and Client Services, Director of Strategy and Business Development, Head of Communication, Marketing and Strategic Engagement, Operations Managers, Guardians, Business Partner - Data Analytics and Dialog, Business Partner - Finance, Business Partner – Project Management
Key external relationships
- Senior Leadership Team, Non-Executive Director and Board, Contacting Employees, Key Client Contacts
Main duties
- Promptly respond to initial telephone or email, contacts providing an empathic and non-judgemental approach
- Arrange a face to face meeting as soon as possible to complete conversations with contacting employees at mutually convenient times and venues (on site or off site).
- Maximise the use of telephone, Teams etc. to facilitate speedy resolution
- Escalate issues of patient safety and care in line with the agreed timescales for an NHS Trust client
- Escalate (anonymously when necessary) and remain in contact with the contacting employee and those in the escalation path to ensure a satisfactory resolution is agreed
- When required facilitate a meeting between a contacting employee and a colleague, escalating formally their concern (with their permission) in line with the agreed escalation path
- Present the Guardian service to staff groups as required and on a regular basis
- Agree a level of visibility with the NHS Trust and deliver accordingly
- Schedule site visits for promotion of the Guardian service
- Participate in Client initiatives to improve the ‘speaking up culture’
- Write and keep accurate records and contribute to the evaluation of the effectiveness of the service as required, ensuring that reports are completed and recorded in a timely and accurate way
- Send out user satisfaction survey to contacting employees
- Ensure that information and data are handled appropriately, and personal and confidential data are protected in line with GDPR requirements
- Work in accordance with the Guardian Service policies and procedures
Experience
Essential
- Proven management and organisational skills at a mid-management or higher level
- Demonstrable experience of interaction with mid-level and senior Executives, Directors and Non-Executive Directors in addressing concerns and issues
- Proven experience of dealing sensitively with difficult issues, to act with integrity and maintain confidentiality as appropriate
- Experience in giving presentations to small and large groups
- Experience in communicating at all levels of staff from all disciplines and/or grades.
- Experience of planning and prioritising own workload, and
- working on own initiative with minimal supervision
Required skills
Essential
- Able to listen without interruption
- Excellent verbal and written communication skills to liaise with a wide range of people
- Ability to work flexibly to meet the needs of the
- Business including occasional evening and weekend work where agreed with the employee/employer in advance
- Self- motivated, confident to work on own initiative and in working alone
- Able to build a rapport which demonstrates compassion and understanding
- Be able to set boundaries, be concise, present information and be able to write reports using Microsoft Office tools.
Personal disposition
- Be approachable, trusted and non-judgmental
- High emotional intelligence
- Enthusiastic and highly motivated
- Empathic disposition
- Completer/finisher attitude
Particular requirements for role
- This role can involve meeting with and speaking to people who are very emotional, very upset or traumatised by current or previous events or who may be at a point of crisis
Job Type: Permanent
Pay: £42,000.00 per year
Benefits:
- Company events
- Company pension
- Health & wellbeing programme
- Life insurance
- Private medical insurance
- Referral programme
- Sick pay
- Work from home
Application question(s):
- Do you have mid to senior management experience?
- Are you able to commute within an hour across Torquay?
Work authorisation:
- United Kingdom (required)
Work Location: On the road
